goal setting & performance measurement training
DESCRIPTION
TRANSCRIPT
Goal Setting & Performance Measurement
Workshop
Office of Budget Evaluation & Development
Overview
Introducing the process
Understanding citywide goals
Setting department goals
Establishing division objectives
Measuring performance
Why do this?
Communicate alignment of staff
actions & plans with expressed
interests of elected leaders
Provide focus to achieve results
Introducing the process
Citywide GoalsCitywide Goals(Council & Staff)(Council & Staff)
Department GoalsDepartment Goals
Division Division ObjectivesObjectives
Performance Performance MeasuresMeasures
Citywide Goals
Set by Mayor & Council
Tracked by City Manager
Reflect strategic priorities of our
elected officials
Department Goals
Set by Departments
Tied to Citywide Goals
Provide foundation for Division
Objectives
Division Objectives
Set by Divisions
Approved by Department Head
Tied to Department and/or Citywide
Goals
Provide basis for performance
measures
Performance Measures
Quantified metric
Emphasis areas
Outcome
Efficiency
Tied to division objective
Reported annually
What are the Citywide Goals?
Established by Council in 2011
City Manager reports regularly in
regards to status, ongoing
activities, accomplishments
Reflect expressed strategic interests
of elected officials
PreambleThe Rocky Mount Mayor and City Council are committed to:•Providing good government•Improving the quality of life in our community•Ensuring a safe community•Providing opportunities and business development•Promoting Social Justice•Being good stewards of the environment•Promoting Community Economic Development
Citywide GoalsContinue to expand the use of all communication outlets including the World Wide Web and social media:•To improve the frequency, and accuracy of City communications with the Rocky Mount community and the Twin County Region.•By launching and maintaining a positive image campaign.
Citywide GoalsUpdate the City’s Personnel Policy to:•Ensure fairness and to value diversity in hiring and promotion.•Encourage succession planning.•Promote human capital development.•Provide for career ladders in every department; and•Promote employee understanding of expectations and appropriate grievance and appeal channels.
Citywide GoalsReinvent and transform the city government’s organizational culture:•To encourage and reward creative problem-solving, innovation, and risk-taking; and•To improve the economy, efficiency, effectiveness and the equity of city services. This includes customer service policies, employee training, and evaluating impact on citizen satisfaction with city services.
Citywide GoalsBuild relationships between the City Council and faith-based organizations, churches, and clergy to address human development.
Develop strategies to engage and recruit young adults.
Build stakeholder support for regional collaboration and launch a strategic planning process for Rocky Mount and the Twin County region.
Citywide GoalsCreate greater internet access opportunities, particularly in key areas such as downtown.
Create a greater critical mass in the Central City by:•Creating more housing opportunities in the downtown area; and•Creating housing opportunities that appeal to young adults.
City Staff Values (Goals)
Excellent public service
Excellent customer service
Innovation
Citywide Goals & Values
Goal SettingWhat is your purpose?
What do you expect to achieve?
What motivates improvement?
What are you trying to accomplish?
How can you advance Citywide goals?
How do you meet/exceed expectations
and standards?
SMART Goal Setting
Specific
Measurable
Relevant
Attainable
Time-Specific
Department GoalsProject significant accomplishments
Include some degree of difficulty
Reflect internal mission/vision
Incorporate, align with Citywide goals
(Council & Staff)
Provide foundation for division-level
objectives
Division ObjectivesStatements of expectations, desired
achievement
Align with department goals
Specific, enable effective, quantitative
measurement
Agree with overall, Citywide philosophy
(goals & values)
Let’s Practice!
Performance MeasuresEnable tracking of goal/objective
achievement (alignment)
Facilitate accountability
Communicate operations to elected
officials
Set stage for enabling ongoing evaluation
& improvement
Performance Measures
Developed & tracked at delegated
level (supervisory, operations)
Potential to positively-influence
decision-making from the “bottom-
up”
PM Components
Identify the measure
• Quantifiable
• Describes specific service dimension
• Staff able to acquire, review and
analyze data (metric) on a regular
(annual, quarterly, monthly) basis
PM Components
Categories of measures (preferred)
• Efficiencies: relationship between
inputs & outputs
– Cost ($) per preventative maintenance
– # days to process building plans
– Weekly meters read per reader
PM Components
Categories of measures (preferred)
• Outcomes: provide feedback on
service quality
– % of inspections completed within 3
business days of request
– % of Fire Department calls responded to
within 3 minutes
PM Components
Categories of measures (less
preferable)
• Inputs: amount of resources used
• Outputs: workload, amount of
service provided
PM Resources
Other jurisdictions
Professional standards
UNC Benchmarking Project
ICMA Performance Measurement
Municipal Benchmarks (Ammons)
Budget Office Library (soon online)
Let’s Practice!
Remember Citywide Goals!
Practice
1. Identify Citywide goal
Excellent customer service
2. Draft Department goal (Planning)
Establish and maintain a culture of
service that exceeds citizen
expectations
Practice3. Draft Division objective (Inspections)
Staff will complete inspections within 3
days of customer request
4. Assign Performance measure
% inspections completed within 3 days
of customer request
Next Steps
Look at prior budget goals, objectives
& measures
Review Citywide Goals
Discuss department & division
strategy
Discover performance measures